Envisioning Improved Work Practices and Associated Technology Requirements in the Context of the Broader Socio-technical System

Abstract

Work practice and technology innovation presents a number of challenges for Human Computer Interaction (HCI) designers. Chief among them is the question of devising suitable HCI methods, for future process and task envisionment and related technology design. Methods must facilitate work practice re-engineering/envisionment and the development of user friendly work tools. Despite the future oriented nature of this activity, and its associated outputs, research must be predicated on a clear model of existing processes, task practices and tools usage. HCI research in both commercial and technology research settings, is undertaken in the context of the broader software development process. As such, HCI methods must deliver clear user requirements for use by Software Developers. Nonetheless, HCI resources may be limited, or the research subject to time constraints impacting on the scope of HCI research. As such, a valid research design which delivers on the core research brief, while taking into account project constraints, is required. HCI design methodologies are used at different points in the software development lifecycle to design new technologies or re-design existing technologies, in the context of both open and closed systems. Typically, open systems involve the performance of a series of work processes requiring both individual and/or group task activities. Usually, these activities require operator interaction with a range of technical (e.g. IT systems) and human agents. Further, such interactions are subject to external influences. In contrast, closed systems are characterized by one to one user interaction with simple software packages in office or home computing settings. These interactions are unaffected by external influences. This chapter focuses on the use of HCI methods in the context of open systems (or sociotechnical systems). Specifically, it investigates methodologies for the envisionment of new or improved task practices and associated technology requirements, taking into account the broader socio-technical context for human machine interaction. First, an overview of the methodological implications of a range of conceptual frameworks, relevant to an understanding of human interaction with computer systems in socio-technical settings is